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COMPLAINT: Unfair treatment with swiss. What shall we do?

 
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Old Feb 18, 2016, 6:49 PM
NAVARI NAVARI is offline
 
Join Date: Feb 2016
Posts: 1

We have had a shocking experience using Swiss, for my blog, please see link below. Otherwise, continue reading.

https://whyiwontletmyparentsflyswiss.wordpress.com/

My in-laws recently flew with Swiss on the 2nd of February 2016 (from Zurich to Hamburg). Their treatment at check-in was appalling and shocking. A complaint form had been sent to Swiss on the same day and we have received no reply. I would like to share and warn others about the treatment experienced. I hope that Swiss will also read this and provide answers to my questions.
My husband’’s parents proceeded to the Swiss check-in desk on the 2nd February 2016 to print their boarding passes. These were printed by my in-laws.

The light fare” allows all passengers to carry a small trolley bag (max 8kg) and another small bag with maximum measurements of 40 x 30 x 10 cm.


They were already aware of this and packed appropriately. The male member of staff asked for their trolley bags to be weighed and he agreed that the weight was fine. Both of them had a very small backpack (with little weight) and fit the measurements stated on the website (40x30x10cm). The member of staff at check-in 1 then commanded that these backpacks could not be taken onboard because they were too large. This is completely incorrect information and they have taken advantage of my elderly in-laws.
My in-laws were then told to check-in their backpacks to prevent risking missing their flight. This is blackmail and taking advantage of elderly passengers. My mother-in-law (with little choice) then made a decision to place the backpacks in the airport lockers at a cost.


My mother-in-law was holding both boarding passes and these were snatched out of her hands and ripped up. This male member of staff wanted them to follow suit and obey the instructions. Swiss, why have you assaulted my in-laws and caused such tension for them? My mother in law is diabetic and was clearly in stress. She tried to call my husband’’s mobile but could not connect, they both felt very alone at the time.
Are Swiss trying to earn more income from checked-in luggage? Their bullying tactics almost worked here.

My husband then traveled for 1 hour to Zurich airport to collect the backpacks. We were shocked to find out that the contents in the first bag contained a small ladies jacket and a small tablet. The second bag contained two pairs of small shoes, a pair of gloves, a woolen hat,a book and 3 chocolate bars. Many of these items could have been held in their hands! Just look at these photographs. We now have to post these items to them.

The flight they proceeded to catch was half full and most passengers had two items of baggage (as per your policy). My in-laws at this point were too stressed and panicked to confront the member of staff at the gate.

As a result, we will do the asking and we do want answers. You have caused a lot of upset to my family and your airline is meant to be renowned for care and service. I do not trust you to look after my parents or anyone elses for that matter. I have had no choice but to create this blog as you are not answering our complaint form. In the meanwhile, I hope it will inform other passengers about this certain incident. My husband is a frequent flyer (FTL) with Swiss and it used to be our preferred airline. Not anymore. Shame on you, Swiss!
A summary of my questions:
Why did you communicate a different baggage policy to them?
Why did they have to surrender their backpacks?
Why were the boarding passes snatched out of my mother-in-law’’s hands and torn up?
You have:
  1. Targeted our elderly parents
  2. Assaulted them at the check-in desk
  3. Lied to them about the baggage policy
  4. Not followed your duty of care
We look forward to your reply.

Nazreen and Behroze Ichhaporia


Swiss have responded and closed our case, we are not happy with the response!!

Although, they apologised for the poor treatment at check-in – they confirmed the backpacks were too large and re-instated the baggage policy to us. How do they know that? Clearly the photos have not been seen, the coca-cola bottle shows how small the bags were and we offered to place a measure-tape alongside. Our email was clearly not read properly and Swiss simply said, case closed! This is shocking and we are in disbelief!

Recorded emails between us and Swiss:

Grüezi Frau Ichhaporia,
Ich nehme Bezug auf Ihr Schreiben an unseren CEO, Herrn Klühr, und danke Ihnen, dass Sie sich die Zeit genommen haben, uns die Reiseerlebnisse Ihrer Eltern auf dem Flug von Zürich nach Hamburg zu schildern.
Zunächst möchte ich Ihnen versichern, dass SWISS Gäste aller Religionen, Nationen, Altersgruppen usw. gleich an Bord Willkommen heisst.
Mit Bedauern entnehme ich Ihrer Rückmeldung, dass der Flug Ihrer Eltern aufgrund der Anwendung unserer Handgepäckregelungen im Light Tarif bereits im Vorfeld des Fluges getrübt wurde. Bitte erlauben Sie mir, Ihnen hierzu folgendes darzustellen:
Im Economy Light Tarif ist die kostenfreie Mitnahme eines Gepäckstücks von max. 8kg mit den Massen 55x40x23cm erlaubt. Zusätzlich zu diesem erlaubten Handgepäck darf noch eine Handtasche, Schultertasche o.ä. mit maximal 40x30x10cm mitgenommen werden.
Wir müssen hier leider feststellen, dass der Rucksack die vorgegebenen Masse überschreitet. Mit der Einführung unseres neuen Tarifsystems wird das Gewicht sowie die Grösse des Handgepäcks – nicht zuletzt auch aus Gründen der Flugsicherheit – konsequent kontrolliert.
Sollte Ihren Eltern die Umsetzung dieser Handgepäckregelung in einer als unangemessen und unfreundlichen beschriebenen Art und Weise vermittelt worden sein, möchte ich mich im Namen von SWISS und unseren Servicepartnern bei Ihren Eltern dafür entschuldigen. Ihre Anmerkungen hierzu habe ich zur Qualitätssicherung an die entsprechend involvierte Fachstelle weitergeleitet.
Sehr geehrte Frau Ichhaporia, ich hoffe, dass ich mit diesem Schreiben zu einer Klärung der Sachlage beitragen durfte. Gerne stehe ich Ihnen bzw. Ihren Eltern bei weiteren Fragen hierzu persönlich zur Verfügung.
Freundliche Grüsse
Rebekka Hügin
——————————————-
Guten Tag Frau Hügin,
Danke für Ihre Antwort. Natürlich sind die Maße der Taschen NICHT zu groß. Diese habe ich mit einem Massband nachgemessen und man kann anhand der Fotos erkennen, dass eine kleine Jacke und ein Tablet nicht sehr viel größer als 40x30x10cm sein kann. Der Vergleich mit der 0.5 l Cola Flasche sollte es deutlich gemacht haben.
Also wie kann eine Tasche verweigert werden, wenn sie die Masse einhält? Ich kann auf verlangen noch ein Foto schicken, wo ein Massband neben den Taschen liegt.
Außerdem, behaupten Sie, dass diese Regeln aufgrund der Sicherheit einzuhalten sind. Damit gestehen Sie ein, dass SWISS keine sichere Airline ist, da viele andere Passagiere (womöglich mit online boarding passes) one Probleme große Gepäckstücke mit an Board nehmen konnten.
Ich warte auf Ihre zeitnahe Antwort.
Danke und Gruss,
Herr Behroze Ichhaporia
————————————————————-Sehr geehrter Herr Ichhaporia,
Ich beziehe mich auf Ihre Nachricht.
Mit Bedauern nehme ich zur Kenntnis, dass mein Schreiben nicht zu einer anschliessenden Klärung des Sachverhaltes beitragen konnte.
Inhaltlich möchte ich jedoch nochmals auf mein Ausgangsschreiben verweisen. Hier haben sich zwischenzeitlich keine neuen Erkenntnisse ergeben.
Auch hoffe ich auf Ihr Verständnis, dass dies unsere definitive Stellungnahme in diesem Anliegen ist.
Freundliche Grüsse
Rebekka Hügin
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